Senior Customer Success Manager
Core
Lead end-to-end operational service experience for a portfolio of strategic customers, ensuring seamless service delivery, satisfaction, and long-term retention.
Role type
Senior Customer Success Manager (Service Delivery)
Builds
Operational support for data center and colocation services
Domain
Data centers, colocation, IT infrastructure
Deliverable
client delivery
Required skills
Stakeholder management, SLA monitoring, risk identification, incident management, audit coordination, cross-functional collaboration, analytical problem-solving
Preferred skills
ITIL certification, experience in data centers/telecommunications/IT/utilities
Technologies
None stated
Responsibilities
Own post-sales customer health and success metrics; Lead regular customer service reviews and business updates; Monitor and track SLA performance and contractual compliance; Partner with implementation teams for onboarding; Identify customer risks and coordinate mitigation plans; Manage service-related escalations and complaints; Coordinate customer audits; Drive customer communication during major incidents; Champion continuous service improvement initiatives.
Seniority
Senior, hands-on IC
